Data Analyst (Customer Experience Management – CXM/CEM) at White Cloak Technologies

Makati, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

27 Apr, 26

Salary

0.0

Posted On

27 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Customer Experience Management, SQL, Excel, Data Visualization, Analytical Skills, Problem-Solving, Communication, Customer Support, Root Cause Analysis, Performance Tracking, Automation, Stakeholder Management, Python, Service Analytics, Feedback Monitoring

Industry

Software Development

Description

Position: Data Analyst (Customer Experience Management – CXM) Industry: Fintech / Digital Payments Employment Type: Project-Based (6 Months) Work Location: Taguig City Work Setup: Hybrid (Morning shift, 3x onsite per week) Kindly apply to this link for faster processing: https://www.hellojia.ai/job-openings/6978202b2745332aa4def898 Job Overview We are looking for a Data Analyst with a strong focus on Customer Experience Management (CXM) to help drive data-driven improvements across customer journeys, service quality, and user satisfaction. This role will analyze customer, transactional, and operational data to surface insights that enhance customer experience in a fast-paced digital payments environment. Key Responsibilities Analyze customer journey, service, and interaction data to identify CX pain points and improvement opportunities Build and maintain CX dashboards and reports (e.g., CSAT, NPS, CES, contact rates, resolution times) Monitor customer behavior, feedback, and support metrics to uncover trends and recurring issues Partner with CX, Customer Support, Product, and Operations teams to translate data insights into action Perform root cause analysis on customer complaints, escalations, and service failures Support performance tracking for CX initiatives, experiments, and process improvements Ensure data accuracy and consistency across CX metrics and reporting Automate recurring CX reports and improve analytics workflows Qualifications Bachelors degree in Data Analytics, Statistics, Mathematics, Computer Science, Information Systems, or related field 2–4 years of experience in data analysis, business intelligence, or CX analytics roles Strong analytical and problem-solving skills with attention to detail Proficiency in SQL for querying large datasets Advanced Excel skills (pivot tables, formulas, data analysis) Experience with data visualization tools such as Power BI, Tableau, or similar Ability to clearly communicate insights to both technical and non-technical stakeholders Preferred Skills Experience in Customer Experience Management, customer analytics, or service analytics Exposure to fintech, banking, e-wallets, or high-volume digital platforms Familiarity with voice, chat, email, or in-app support data Basic knowledge of Python or analytics tools is a plus Strong stakeholder management and storytelling skills Kindly apply to this link for faster processing: https://www.hellojia.ai/job-openings/6978202b2745332aa4def898

Responsibilities

The Data Analyst will analyze customer journey and service data to identify pain points and improvement opportunities. They will also build and maintain CX dashboards and reports while partnering with various teams to translate insights into actionable strategies.